Overview

Your customers have more power than ever thanks to the unprecedented amounts of information and connections available via the Web. They can easily make their complaints public and viral, and you cannot ignore them and hope that they go away.

Your job as a manager is no longer to simply run things. Your job is to support and empower people in your organization to develop solutions that can serve customers at every turn.

In this Webcast, top Forrester executive Josh Bernoff explains the importance of empowering your employees to solve customer problems using the same social media tools that customers are using to sound their attack.

What You Will Learn

Bernoff has named these empowered employees HEROes: Highly Empowered and Resourceful Operatives. Join them during this Webcast as they explore:

How innovative companies and leaders have enacted HERO-based programs

The Effort-Value Evaluation, which helps managers and HEROes assess whether a project is worth pursuing

The four-step IDEA process for turning customer service into a marketing tool

Strategies and systems for managing HEROes, supporting their innovation, helping them collaborate, and keeping them safe

While attending this program is FREE, reservations are required.

About the Presenters

Josh Bernoff is the coauthor of the BusinessWeek best-seller Groundswell, the "best book ever written on marketing and media" (Advertising Age). He is senior vice president, idea development, at Forrester Research. Bernoff's research, analysis, and opinions appear frequently in publications like the New York Times and the Wall Street Journal. He writes a column for Marketing News, a publication of the American Marketing Association and blogs for Forrester and Advertising Age. He is also the coauthor of Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business.

AMA is one of the most widely recognized leaders in business training, having provided corporate training solutions for over 95 years. From leadership, communication and managerial training to sales, customer service and analytical skills, AMA has developed a vast array of content and training solutions to help individuals and organizations achieve business results . Each year, AMA delivers thousands of seminars and courses across the United States. With courses offered in a classroom near you or live online, AMA is a flexible, convenient resource for all of your organization's talent development needs. AMA also offers customized solutions based on your specific talent development requirements.

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